Establishing ScopeBest Practices for Scoping FSL

Sue Gausch, Jeff Mabry, Simon Kuntz

Agenda

● Introductions

● Presentation Goals

● Scope Definition / Process

● Best Practices for Scoping FSL

Presentation Goals

1. Educate you on:

a. Why following a structured scoping process is important

b. How to conduct a scoping discussion and what content should be covered

c. Why FSL requires extra attention and what are some of the lessons learned

2. Provide you with scoping best practices to improve CSAT and reduce Project failures

Establishing Scope and Best Practices

Scope Definition and Process

Defined:

“Project scope is the part of project

planning that involves determining and

documenting a list of specific project

goals, deliverables, features, functions,

tasks, deadlines, and ultimately costs. In

other words, it is what needs to be

achieved and the work that must be done

to deliver a project.”

What is Project Scoping and Why?

Why:

“More than half of all IT projects are still

failing; An annual survey from project

management company Innotas shows

that more than half of IT projects fail,

three years after a similar survey showed

nearly identical findings.”

CIO Magazine 2017

Scoping - It’s a top-down, structured process

Migrations & Integrations

Problem StatementSolution Expected Value

IndustryCompany Vision

Setting

FSL Configuration

Think of Scoping as a top-down process:- Getting the context- Setting up the environment- Understanding the customer- Getting the why?- Mapping to FSL- Understand data implications

SOW Content

Prepare:

● Transfer pre-sales knowledge to scope team

● Ask for key documentation ahead of time for review and generate questions.

Staffing:

● Have only your “star performers” conduct scoping exercises, request the same from your customer.

● Include both functional and technical experts in the scope discussion.

Environment:

● Conduct the discussions in-person when feasible.

● Make liberal use of the whiteboard and document all discussion/s.

Process:

● Follow a repeatable process. If you don’t have one, create one.

● Think top down - start with the business problem to solve first, then dive further into weeds with each series of questions.

Scoping Process and Setting - General Guidelines

1. Company and Industry Overview

a. Vision & Strategy

b. Alignment w/Field Service

2. Customers

a. Target Market/s

b. Key Customer brands

3. Competitors

a. Differentiation Strategies

4. Key, Relevant Strategic Initiatives

Context - Understand Company and Industry

Why are they implementing FSL? or what’s driving them to implement FSL?

● Legacy System Issues? - TCO / Too costly or difficult to maintain /

Inflexible/ End-of-Life / “Burning Bridge” - Old tech

● Business Benefits? - Transformation, productivity increases, headcount

savings

● Cost Avoidance/reduction? - high growth, headcount reduction

How do they intend to measure success with the new system? - KPIs etc.

Understand the Business Problem to Solve and Value

Other Questions to Ask● What are the main use cases for Field Service?

● What are your main objectives and KPIs?

● How does work come into FSL? What external systems are there?

● What does the scheduling process look like? Rescheduling and cancellation?

● What does success look like and what determines a quality schedule?

Best Practices for Scoping FSL

Best Practices

● Give extra attention to key areas (next slide)

● Perform adequate testing

● Ensure proper program management

● Focus on change management (user adoption is critical in FSL)

● Resources definition and management (territories, how resources are scheduled to)

● Scheduling Policies definition (will determine the schedule & success)

● Optimization and mobile

● Business characteristics

○ Dependencies between jobs or on external factors

○ Industry the customer is in

○ Volatility of the customer’s workforce and scheduling operation (planning vs reacting)

○ Idea of fixed routes, required resources, pre-built schedules, lift and shift

○ All resources perform all work

Top “Gotcha” Areas to Give Extra Attention

FSL SOW Checklist - Things to Capture and ScopeFSL Configuration Components:✓ Initial Setup✓ Field Service Settings✓ Technicians✓ Dispatchers✓ Agents✓ Business Units / Countries✓ Work-Orders / Work Order Line Items✓ Service Appointments✓ Service Territories✓ Operating Hours✓ Service Resources✓ Service Crews✓ Resource Preferences✓ Inventory✓ Integrations✓ Mobile Resources✓ Service Reports✓ Multi-Day Appointments✓ Emergency Appointment Booking✓ Complex Work✓ Maintenance Plans✓ Absences ✓ Optimization Level Expectations✓ Schedule Optimization✓ Automation

✓ Reporting✓ Gantt Configuration✓ Data Migration✓ Sharing✓ Testing✓ Training

Other Considerations / Complications:✓ Path/s✓ Service Cloud ✓ Community Cloud✓ Field Service Analytics✓ Knowledge✓ FSL API’s✓ Global Optimization✓ Custom Actions✓ Contractor Dispatchers ✓ In Jeopardy Process✓ Resource Efficiency✓ Entitlements & Milestones✓ Actual Start / End✓ Missed Appointment Process✓ Map Layers✓ Self Service Portal✓ Work Order Line Item Process Builder

✓ Associate Service Appointments✓ Calendar Sync✓ Products✓ Appointment Self-Scheduling✓ Complex Work Automations✓ Work Order Pricing✓ Approval Processes✓ Dispatcher View Customizations✓ Workforce Management Solutions✓ Drag/Drop Modifications✓ Geofencing✓ Reschedule Reasons✓ App Extensions✓ Maintenance Plan / Day Customization

Areas often Underestimated

● FSL Mobile

○ Offline first use case limits functionality and extensibility

○ Focus on MVP and technician experience (adoption is critical)

● Optimization

○ Data quality and integrity (garbage in, garbage out)

○ Constraints and objectives determine tool ROI and schedule quality.

Extremely important that they’re accurate and have been tested thoroughly.

○ Test early and repeatedly

Takeaway Discussion

● What percentage of projects fail?

● Why is it important to understand business value?

● What are two key areas in FSL that deserve extra attention when estimating?

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